Our complaints policy

Our aim is to treat complaints in the way we'd want to be treated ourselves. We always respond to patients’ concerns in a caring and sensitive way, and as quickly as possible.

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1. The person responsible for dealing with any complaint about the service we provide is Mark Walker, Business Manager.

2. If you make a complaint on the telephone or at the reception desk, we will listen to the complaint, and offer to refer you to Mark Walker immediately. If Mark Walker is not available at the time, then we will take some details of the complaint, and make arrangements for a time to talk to him. If we cannot arrange this within a reasonable period, or if you do not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If you make a complaint in writing, the letter will be passed on immediately to Mark Walker.

4. If a complaint is made about any aspect of clinical care or associated charges, it will normally be referred to the dentist (unless you request otherwise).

5. If we haven’t already spoken to you, we will acknowledge your complaint in writing, normally within two working days. We will seek to investigate the complaint within 10 working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within 10 working days, we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing immediately after completing our investigation.

7. Proper and comprehensive reports are kept of any complaint received.

8. If you are not satisfied with the result of our procedure then a complaint may be made to: The General Dental Council, 37 Wimpole Street, London W1M 8DQ

9. Following a complaint, the practice may need to provide information about you, and the treatment received, to insurers or legal advisers.